Complaints and appeals

Our aim at Heriot-Watt is to ensure that your experience while studying with us is of the highest quality. However, we recognise that during your time at the University there may be circumstances that occur where you feel you need to make a complaint or to appeal a decision.

These pages will help you to understand when and how you can implement a complaint or appeal and direct you to sources of information.

Heriot-Watt University is committed to providing a high quality experience through its academic teaching, and broad range of professional services and facilities. The University encourages an environment in which constructive complaints are valued and contribute to the positive experience of all who use its services. The University has established an open, fair and accessible Complaints Policy and Procedures, as well as a Guide for Students, designed to encourage prompt resolution at the earliest possible stage.